Supporting all IT call activities in a high volume IT service desk environment. This role includes answering incoming Service desk calls, troubleshooting tier I support issues, escalating issues in a timely manner. Inputting call details for customers within an ITSM system ensuring proper descriptions and details are provided for the next level support.

Internship is 12 - 18 months 

Hours: 40 hours per week, Monday - Friday, Daytime Hours 

Responsibilities:

Provide Tier I support for users Meeting call volume SLA’s Assisting in Service desk activities Escalating new or outstanding issues or incidents Verifying ticket due dates and SLA’s are being met Responsible for following up on outstanding items or issues using the ITSM tool Escalation of issues to the next level support Collect and forward all relevant information prior to escalation to allow senior staff to operate efficiently. Maintain a positive working relationship with business lines and other departments Maintain and monitor department mailbox Perform other duties as assigned

Qualifications:

Strong Time management and Prioritization skills Ability to meet deadlines Demonstrate ability to handle multiple and at times competing priorities in a fast paced environment Ability to work independently and within a team environment, specifically to problem-solve issues as they arise Strong communication and interpersonal skills  Capability to productively support Brooks IT staff Excellent verbal and written communication skills Basic knowledge of Windows environment High level of proficiency with office technologies and computer application including MS office products and the internet Health Care experience preferred but not required

Hours: 40 hours per week, Monday - Friday, Daytime Hours 

Internship is 12 - 18 months 

Location: Brook Rehabilitation Hospital at 3599 University Blvd South, Jacksonville, FL 32216